Manager Customer Service
Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America Req #2683
Wednesday, December 18, 2024
Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you'll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.
New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Manager Customer Service to lead oversee, direct and manage day-to-day operations and development of a team of representatives whose primary function is to provide high quality customer service in a professional and positive manner to achieve both service and operational excellence. Provide oversight for forecasting and scheduling in order to meet the demands of multi-channel customer inquiries. Additionally, this position has accountability for the development, implementation, enhancement and support of call center systems, technologies and strategies and ensures the most effective and efficient use of staff and technology resources for multiple and/or remote call center locations. Collaborate with peers and supervisors to identify and implement continuous improvement opportunities.
Major Responsibilities:
- Provide daily oversight for operations and for the forecasting and implementation of staffing schedules.
- Coordinate with workforce analyst to identify opportunities for service improvements and cost efficiencies.
- Directly accountable for identifying and correcting training and staffing gaps and promotional programs and implementing and executing action plans to improve operational results.
- Motivate and lead supervisory and team performance toward operational excellence.
- Achieve results by creating a culture of engagement focused on service, teamwork, support and mutual respect.
- Drive accountability to utilize business intelligence data and other systems to improve performance.
- Provide direct reports with proper tools and authority to execute their assigned functions.
- Develop skills of staff through goal-setting, coaching, problem resolution, delegation, training, counseling, and performance management.
- Collaborate with the Director of Customer Service and the Vice President to create long-term strategies and near-term tactical goals.
- Set performance targets and milestones, and develop interim tactics to support achievement.
- Monitor and report progress regularly and, along with the Director-Customer Service and the Vice President, prioritize resource allocation appropriately.
- Manage a positive working relationship with Energy Delivery, Collections and NJRHS through things such as service level agreements and monthly meetings.
- Manage performance of and relations with contracted supplemental call center.
- Work with all partners toward the successful outcome of joint initiatives.
- Work collaboratively with NJRHS to support their growth targets and product initiatives.
- Work with all other departments that interface with Customer Services to ensure that the interests of both the customer and the Company are properly represented.
- Manage operations effectively within the framework of NJAC and the Labor Management Agreement.
- Maintain a close working relationship with labor union representatives to ensure that the interests of both the customer and the Company are properly represented and grievances addressed.
- Maintain effective leadership of personnel and set example through personal conduct, attitude, attendance and performance.
- Ensure Company policies, procedures, standards and Code of Conduct are adhered to by all employees and that all reports are prepared in accordance with Company requirements.
- Achieve business unit objectives in conjunction with the Company's Commitment to Stakeholders.
- Maintains a healthy, safe and respectful workplace.
- Motivate and encourage all customer contact staff through positive communication and feedback.
- Create effective channels of feedback and processes for follow up.
- Maintain a current knowledge of industry trends, new developments, and best practices.
- Recommend enhancements to call center systems, technologies and strategy.
- Drive innovation and change; work with others to perform cost-benefit analysis and identify cost efficiencies and opportunities to improve customer service.
- Provide guidance with difficult or complex calls and resolve escalated customer issues, complaints or disputes in a timely manner within assigned approval limits.
- Provide analytical reasoning, report development and conclusive, summary recommendations to upper management including projected outcomes which will impact change and result in higher quality customer service.
- Assist in the preparation of annual operational budgets and manage current and future expenses to incur expenses on time and within budget.
- Involve supervisors and hold them accountable for expenditures.
- Manage each process like a business, monitoring transaction costs, variances to plan, etc...
- Monitor and support the meter-to-cash process, ensuring the accuracy of the data, efficient cycle-times, appropriate internal controls, timely cash management and operational impacts on all business unit and company metrics.
Position Specifications:
- Bachelor's degree in business management or other related discipline
- At least five years' supervisor/manager experience or the combined equivalent of education and supervisor/manager experience required.
- Experience managing a customer contact operations function focused on inbound call processing including experience developing staffing strategies and implementing staffing plans.
- Proven focus on team leadership and people development; excellent interpersonal skills with the ability to instill a teamwork philosophy.
- Highly detail-oriented and organized with excellent analytic and problem-solving abilities.
- Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and the ability to deliver performance through influence.
- Strong working knowledge of ACD phone systems and experience with developing and deploying technology such as CTI, IVR and self- service channels.
- Excellent written and oral communication with ability to communicate effectively, clearly and persuasively in a variety of settings, formats, and audiences across business lines at all levels.
- Proficient use and understanding of MS Office products (Word, Excel, Outlook, PowerPoint), telephony hardware/software and contact center specific applications with the ability to learn and adapt to new technologies quickly.
* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.
New Jersey Resources is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.
Other details
- Job Function Manager
- Pay Type Salary
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